Job expirat
Purpose of the Role:
- The key purpose of the role is to operationally manage the centralized Authorized Service Provider (ASP) processes in the areas of Partner On-Boarding and system set-up, ASP warranty claims, pricing and invoicing queries, and database maintenance
- The Job holder will review all new ASP applications for completeness of information – working with the Country teams to resolve any issues
- The job holder with carry out the system set-up of new ASP partners, communicating required system access information directly to the Partner
- The ASP Program Administrator acts as the first point of contact for escalations from ASP Partners (non technical) – and will manage issues to resolution
- The job holder will manage ASP warranty claims – validating entitlement and amounts claimed, and will raise credits for the same in the ESAP system ,ensuring the documented SLA’s are delivered
- Raise and track Solution Manager tickets for pricing on behalf of the Support Manager
The job holder will maintain the ASP Databases and ensure completeness of information held on record
Scope:
- The ASP Program Administrator will interface directly with external ASP Partners for the resolution of day to day programme issues and queries
- The ASP Program Administrator will work with the Country ASP teams to ensure the successful set up of new partners with minimal delays
- The ASP Program Administrator will work cross functionally to identify and resolve ASP issues – this will include Risk Management, Credit Control, Service Logistics centre and ECG (European Channel Groups) Sales and Marketing and others in the ASP team locally supporting Training
- The ASP Program Administrator will work extensively in the eSAP environment, identifying systems shortfalls (and raising Change Requests when required)
- The ASP Program Administrator will work with External Partners on validating warranty claims, and will retain such records as required to satisfy Internal Controls of process compliance
Main Responsibilities:
- On-Boarding and system set-up of new ASP partners
- Issuing of “welcome packs” and systems access information
- Resolution of ASP program related issues – identifying root causes and recommending process updates to solve
- Liaise with Credit Control on ASP billing issues – negotiating resolution activities to support ASP and Xerox business
- Management of ASP warranty claims – delivering the agreed SLA, but ensuring internal controls compliance
- Maintenance of the ASP, ASP training and ASP credits Databases
- Bachelor Degree
- Fluent in German and English
- Experience of working with both internal and external customers, in a high pressure environment
- Able to work on own initiative, with minimal management – but deliver excellent results
Min Experience of the Authorized Service Provider (ASP) / Channel environment
- Proven track record of negotiating and influencing in the Partner environment
- Excellent communication skills written and verbal ( also in German )
- Knowledge of eSAP / CSO Systems
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
